Samsung

Bought phone directly from Samsung on 08/13/24. After ~2 months of use, with no drops or similar misuse, the main screen suddenly stopped working. Found at least 15 similar documented cases in the Samsung Forum indicating it is a recurring, known, manufacturing issue.
Sent phone to Samsung Service, ticket #4178695282. Response was: "No Warranty" and a $345 invoice for the repair was sent (?). I do not agree and told them I do not want a flawed designed/manufactured phone anymore. They closed the ticket and said it is what it is, and the faulty phone will be returned as is. Despite asking to talk to a manager to try to escalate and further explain the frustration with their products, the answer was always de same: "There are not managers available", no phone number or email, either, to escalate further.
In summary, Samsung is not only refusing to acknowledge they have an evident manufacturing issue with the Z Flip 6, but are ripping off customers still advertising and selling it, not to mention that their customer support is greedy, rude and unresourceful, (especially in their service facility in Texas). Such behavior and lack of customer care deserves a potential class action suit, for sure. I have been a Samsung Customer for more than 20 years, but after this experience, this is the last device, of any kind, that I dare to buy from this company ever.
Below, just a glimpse of the several links to exactly same complaint poorly resolved by Samsung in the last 4 months:
-https://eu.community.samsung.com/t5/galaxy-z-fold-z-flip/z-flip-6-various-issues-and-samsung-tmt-first-warranty-refusal/td-p/11028839
-https://us.community.samsung.com/t5/Fold-Flip-Phones/Inside-screen-stopped-working-after-update-Z-Flip-6/td-p/3002066
-https://eu.community.samsung.com/t5/galaxy-z-fold-z-flip/z-flip-6-unresponsive-screen/td-p/11010887
-https://r1.community.samsung.com/t5/galaxy-z/defective-samsung-z-flip-6-main-screen-is-blank/td-p/30067612
-https://us.community.samsung.com/t5/Fold-Flip-Phones/Flip-6-Inner-screen-freezing-and-charging-port-not-working/td-p/3003759

Dear all,

I am writing to express my extreme dissatisfaction with the recent service experience I received from Samsung Egypt concerning the repair of my TV. This email details a series of concerning incidents that raise serious questions about a potential manufacturing defect, unethical business practices, technician incompetence, and a blatant disregard for customer satisfaction.

Unexplained Malfunction of Infrequently Used TV

My primary concern lies with the sudden appearance of horizontal lines across the screen of my Frame model (65-inch) TV. This is particularly perplexing because the TV is located at my summer house and is used infrequently. It is highly unexpected for such a significant technical issue to arise with minimal use, especially in a controlled environment. This leads me to believe there might be an underlying issue with the TV's manufacturing process. I am eager to understand the potential causes of this problem, including any possible manufacturing defects.

Subsequent Service Lapses

On Sunday, June 23, 2024, I contacted Samsung Egypt to address this issue. While I understand the TV might be out of warranty, the subsequent events raise serious concerns:

Technician Incompetence and Misrepresentation: The technician assigned to my case lacked the fundamental qualifications and expertise to address a complex technical issue. His unprofessional attire – sweatpants, a t-shirt, and sneakers – was an initial red flag. Even more alarming, I discovered he holds a diploma in commerce, a field entirely unrelated to television repair. This raises serious questions about Samsung Egypt's technician selection process and quality control measures.

Rather than conducting a proper diagnosis check panels and HDMI perhaps consider changing them, the technician only performed a factory reset and hastily left, claiming the screen required replacement. This action rendered our remote control inoperable, necessitating a follow-up visit. It is utterly unacceptable to dispatch a technician with no relevant technical background to handle a sensitive electronic device.

Spare Part Inquiry: On June 2, I inquired about the timeline and cost of the required spare part. I was informed that the team was working on it, but no further updates were provided.

Unethical Cancellation: On June 5, during an official holiday, I received a call from one of your employees I believe in the accounts team called “Nisreen", who asserted that I had requested the cancellation of the spare part order. I explicitly stated multiple times during the call which you can check the records that I had made no such request. Despite my objections in numerous occasions during the call, the order was canceled and Samsung Egypt sent me a message indicating the cancellation was according to my request!. A copy of the message received is attached which is extremely violating my rights as a customer, and acting against my well. It is an act demonstrating a disregard for customer satisfaction and well-being. This unethical act caused significant emotional distress, as it left me without a resolution and feeling unheard. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown.

Lack of Support: Following the cancellation, I attempted to contact Nisreen, but her number was inaccessible. I had to resort to the call center, where I encountered further frustration. The case was closed without explanation, and when I requested its reopening, I was informed that IT issues prevented this. This lack of support over the weekend was disappointing and reflected a disregard for customer needs.

Internal Coordination Issues: It is evident that your operations teams (accounts and complaints) are not aligned to prioritize customer needs. The inflexible process hindered my ability to reopen the original request promptly or to get any support of the complaints team following the closure of the request against my well.

Insufficient Resolution: On June 29, I received a call from the complaint team indicating that action would be taken against the employee involved. However, this does not address my concerns. I requested an official apology and a meeting with the complaints team, both of which were declined. Such a response is unacceptable for a brand of Samsung’s statur

I vehemently refute this claim. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown. My attempts to reach Nisreen afterward proved futile, and the call center offered no assistance. The case was inexplicably closed without explanation, and reopening it was allegedly hindered by "IT issues." This lack of support over the weekend was not only disappointing but indicative of a system that fails to prioritize customer needs.

Internal Disarray and Inflexible Processes: The complete lack of communication between your accounts and complaints departments further highlights internal inconsistencies. Their inflexible processes hindered my ability to promptly reopen the original request.

Insufficient Resolution Offered: While I received a call on June 29th indicating action against the employee involved, this does little to address the core issues. My requests for a formal apology and a meeting with the complaints team leadership were both rejected. Such a dismissive response is utterly unacceptable for a brand of Samsung's stature.

As a loyal Samsung customer across various countries, this experience has severely eroded my trust. To rectify this situation, I urge you to take the following steps:

Conduct a comprehensive investigation into my complaint, with a particular focus on the unethical cancellation of the spare part order and the possibility of a manufacturing defect in the TV.

Facilitate a meeting with the head of the complaints team in Egypt to discuss these service lapses and ensure such incidents are not repeated.

Provide appropriate compensation for the inconvenience caused by the unethical act of your employee, the technician's incompetence and the emotional distress.

Issue a formal apology letter acknowledging the shortcomings in your service.

Investigate the cause of the TV malfunction, particularly considering the infrequent use of the device in a controlled environment.

Addressing these issues promptly will not only restore my faith in Samsung but also demonstrate a commitment to resolving customer concerns effectively. My request number is [protected]. You can reach me at +[protected] to discuss this matter further.

Thank you for your time and attention to this serious matter.

Sincerely,

Hala Mohamed

Dear All,

I would like to submit a complaint regarding a horrible experience i had here in Egypt to buy a Samsung Product which made me now think twice and searching for other brands who offered a better experience!

Sorry to say that Samsung Egypt has successfuly turned me from a loyal customer ,almost 90% of my house elecrtonics are samsung... to doubt the whole brand!

It started when i wanted to buy a wirless vaccum cleaner (Jet 60 Model: VS15A6031R4). I went to their website but i couldnt find the product so i reached out to Samaung of Facebook who kep sending me automated messages on visitng the website or retail stores!

Went back again to the website and contacted someone from the chat team and they told me its not availble online and i need to check the stores.

Today I went to Mall of Arabia mall store and surprisingly its not even on their system so i went to another store near by in The Gate Mall and as expected its not there!

I asked how can i know where it is instead of going here and there as mu time is limited and all what they offered was they said you need to contact each store separately !

Am i supposed to cross the glob to buy your products isnt there anyone who can give me an answer on where to find the device and buy it?

At the store i called the customer care and Marwan (The CC rep.) has shown me the worst customer experience ever, with zero empathy.. zero professionalism and i when asked to talk to a supervisor he refused to pass the call... All what he did was make me more angry and frustrated that i couldnt even continue the call!

The question is... is it my fault to even think of buying a samsung product? None of the whole stream of samsung support went a tiny extra mile with me despite im a closed deal!

I am now searching for similar product in other brands as none of the samsung staff were able to help.

WHERE the nightmare started, purchased Samsung fridge in Nov 23, it leaked, then would not get cold a month later. Called Samsung, they said Cone appliance couldn't come for 2 weeks, MY mother is 90 years old takes medicine, and had knee surgery, I asked samsung to send a loaner until repair guy fixes fridge, they said NO, I had to buy a temporary fridge for her to EAT and have ice for her Block for her knee replacement, Cone appliance comes 2 weeks later, said it needs a compressor, orders one, takes another week, comes back gets up inside fridge and the entire inside of compressor area was damaged/broken, he said it could not be replaced the fridge will never work again too much damage, he said call Samsung get an exchange or Refund. I called they said they couldn't exchange fridge for at least 4 weeks, WE couldn't wait, so LANDER said I'll issue a refund on Jan 29th, he text me asked for Receipts, which I text the same day. NEVER HEARD FROM HIM AGAIN. TODAY, March 10th, still no refund, I contacted samsung again today, spoke with Ramises, he assured he would escelate the refund. I have to say WE have always purchased ALL of our appliances, phones, and TV's from Samsung, and never had a problem. TODAY we are disgusted with the service we have received to date about this refridgerator. BEFORE I file a complaint with the better business bureau and put my horrible experience on social media I'm giving Samsung a chance to redeem yourselves to refund my 90 year old mother the price she paid for the LEMON refrigerator she purchased at LOWES. We are very unhappy, she has had stomache problems since all this happened, since Jan 29th I had to purchase another refrigerator from Home Depot so she didn't starve to death waiting on Samsung to refund her money, she is on Social Security, and your companies lack of empathy, to an old women after she purchased your product is disgusting. I expect a phone call from a supervisor letting me know they have escalated her refund to her credit card. within 24 hours i'll go public about this nightmare we have had to deal with since DECEMBER.

Model # RF 32CG5300SRAA

Serial # OBXG48CW702301H

Purchased at Lowes:

Made numerous contacts with Samsung, they asked for reciepts, we submitted them Jan 29th. STILL NO REFUND, JUST EXCUSES.

Karen Bavis

c/o Cynthia Howells

8780 Milport drive

Boynton Beach Fla 33472

561.502.0060

We purchased our dishwasher December 1, 2023. It has been throwing a code since early January, 2024. We have tried to get our dishwasher repaired. We have gone through Samsung and have had one repairman come to look at the dishwasher. Now Samsung is saying that they can not get the parts to fix the dishwasher. They have transferred us to Exchange Department. We have sent the receipts for the dishwasher. When we try to call, we have to jump through many hoops and eventually get hung up on. We have spent hours on hold. I want to know when we will receive credit for our dishwasher so that we can replace it.

On November 12th, 2023, I purchased two Samsung Galaxy S23 Ultra smartphones for a total of $3,030.66, taking advantage of a significant discount ($1,097.98) and an 'Online Exclusive' offer. The phones were promised to be shipped by December 26th, 2023. However, my experience following this transaction has been fraught with inconsistencies and disappointment, leading me to believe that Samsung Canada may be engaging in misleading and potentially unlawful business tactics.

Firstly, on December 12th, I was informed of the unavailability of my initially chosen color and was compelled to select alternative colors. Despite this, I noticed that Samsung's website continued to accept orders for these colors, which raises questions about the authenticity of the stock shortage claim.

Secondly, despite receiving assurances from Samsung's support team on December 23rd regarding the fulfillment of my order, my order was unexpectedly canceled on December 30th. This cancellation not only occurred after the discount period but also exactly 30 days after the order date, suggesting a possible bait-and-switch strategy. I believe this delay was a deliberate tactic to prevent me from purchasing from competitors during the holiday season.

This situation has not only resulted in a financial loss but also considerable emotional distress, exacerbated by the fact that I had purchased accessories in anticipation of receiving the phones.

In light of these events and the discontinuation of the Samsung Galaxy S23 Ultra, I am seeking an equivalent replacement for the products I initially ordered. I request that Samsung Canada Online Shopping provide me with two Samsung Galaxy S24 Ultra models, each with 512 GB storage and 12 GB RAM, at no additional cost.

After Samsung Turkey did not fulfill its campaign promise by giving Ininal Card ®, the Consumer Arbitration Committee found Samsung Turkey (Samsung Electronics Istanbul Pazarlama...) unfair with the decision of defective service. Enforcement proceedings were carried out by the enforcement office and foreclosure proceedings were carried out against 23 banks, and the campaign promise was collected. I am very much dissapointed with the experinece I have gone through with Samsung Turkey. From now on, I, my family and my relatives will never purchase any of Samsung products.

I brought this fridge from Best Buy and had it delivered and installed by Best Buy. The fridge is supposed to be ice marker ready. The freezer section is set up for the ice maker. There water valve, not tubing to the ice maker nothing that has to do with water for the ice maker. The fridge was purchased this year (2024).

I brought this fridge because it was to be ice maker ready.

I returned a Samsung Z Fold 5 to BestBuy that I ordered from Samsung. I have called 5 times to receive a refund and emailed the receipt over and over and still no refund is every issued. They always escalate my phone call to someone but it is never resolved.

I purchased a Samsung Z fold 5 on Dec 26th. Picked it up from BestBuy on Dec 27th and returned it on Dec 28th. I have not received a refund. I was told that once Samsung Received my return that a refund would be issued.

I have attached the receipt provided by BestBuy.

My wife and I are senior citizens. A neighbor called the fire dept because they could smell gas. we are on the 1st floor, and they live on the 3rd floor, It seems that the shaft of the back of the stove knobs are all cracked, and you have no idea if the stove is on or off, The fire dept called the gas company and they removed the knob and said they could turn our gas off. They placed a RED tag on the stove, and we had to get it fixed. We bought a 5 year extended warrantee, and phoned them only to be told it's "Cosmetic" and not covered. We bought the stove so we could cook our dinner and with those broken knobs (that just spin) we can't use the stove for it's intended use. I went online to see if I could buy new knobs and found out that the part number has been changed to a new part number. Those new knobs are over 100.00 each. The stove is 2 years old and because we live on a limited income, we can't afford new knobs prices over $100.00 each. I phoned Consumer Protection, and they are sending us forms to fill out and send back to them. we have 1 good knob and have to pull it off and put in on another burner so we can use the stove. The old part # DG91-03443A changed to part # DG94-04397A. We need help.

We have spent over r300 000 just on display screens we got them not even 2 years ago, now the screens contrast is different between all of them and settings don't help. The display screens were taken to samsung repair centre where they said they would sort out, on receiving them back we only got some units back, and the units that were 2 years old, now they say they cant get spares, and that are stopped to be made, then was promised new units that never happened and made our supplier replace with other 2 year old units out of their stock, these were also faulty, and again was told they cant do anything and returned the units not working, we now have them at tv repair specialist that says he can sort them out. Why cant samsung give service to their units, that still under guarantee. And others can.

Secondly the hoax of the vouchers when buying samsung products, where u have to register and send a sms, and nothing is received, we have r20 000 of vouchers that we have not received, they make such good looking deals and give you a run around with no with results, this is called false advertising and is actually stealing from their customers.

To this date samsung still cannot and wont give the customer after service promised, we have stopped buying any of there products as samsung is a bunch of thieves.

Was sitting on my couch watching TV when suddenly we heard a sound like ice crashing. Eventually opened the fridge, the bottom shelf had shattered into a million tiny pieces. Glass everywhere, spent an hour cleaning, have cuts on my hands. And now I am missing the bottom shelf. How can this happen unless the glass was defective, shelf was not damaged or overloaded. Glass in my crisper drawers, on my floor everywhere

I had purchased the Galaxy flip 5 I had also purchased the Samsung Care Plus nowhere in anywhere with that did it state that I had to pay $1500 deposit if something happened to my phone my job I got a piece of metal shaving up under the screen my whole screen blacked out I called Samsung okay it's my fault that's what I pay for insurance for you know lesson learned I'm okay with that I want to pay the $100 deductible then they told me it's another $1,500 I don't have $1,500 to let go of for a few weeks they keep bouncing me around I go and I get another phone fixed so that I can send mine off pay $100 deductible and get another phone I can't get nobody to do that I can't get no answer no no nothing I tried to pay my financial bill it's impossible people are rude you can't get a hold of nobody they just want to bounce you around and I'm so over it my phone has been broken for months and I can't get nowhere but yet they want $1,300.

I was cleaning my 5 year-old Samsung Refrigerator, following their directions, and the big glass shelf—30 inches long— when it exploded! I have spent 2 days picking glass out of my garbage disposal, my hair and every crevice in my kitchen. My dog cannot go into the kitchen for fear he will find glass and eat it. What a disaster!

This has been a problem all along. I have replaced every shelf in this refrigerator at great expense since I bought it. The refrigerator is poorly designed and nearly impossible to clean. Samsung offered to replace that shelf. It would not arrive until after my holiday dinner and my disposal needs a special technician—more expense. Never buy a Samsung appliance other than a TV! They don’t know what they are doing.

About 2 weeks ago, my newer samsung s22 ultra phone randomly dropped my network connection. Of course, i went to my carrier in hopes it was only a sim card issue. We replaced the sim card to no avail. After researching every possible solution to this problem, i discovered this is a very common issue with this specific model of the phone. I contacted the customer support phone number for samsung to see what can be done to resolve this issue. They informed me "they have no complaints like this" which can not be entirely true, as well as, "you are outside of the year warranty so there is not much we can do besides charge you for the repair". I have been a loyal die hard samsung fan for my entire mobile phone life and have never been so disappointed. There is no physical damage to my cell phone nor has it ever been in any water. This issue is not anything i could have done to cause yet they will not help me with this problem. I hate to say this, but samsung has lost me for good as a customer and i am now looking into an iphone. Be aware especially if you have this mobile phone.

Being a loyal Samsung devices fan, This is the first time I faced huge inconvenience in order placement with Samsung Shop.

While placing my order, Samsung India shop approved my exchange phone IMEI number but delivery executive was unable to validate the IMEI number due to internal Samsung issues. He mentioned this is common problem happening in orders of Samsung India Shop.

My older phone galaxy s21 was also bought from Samsung Shop couple of year back and it is surprising that Samsung phone IMEI bought from Samsung shop could not be validated by Samsung.

This was not expected from a company of size Samsung. There are no reasons provided by Samsung shop on order cancellation. Customer Service was unaware of issues and kept on apologizing and forwarding the request to different departments.

I would appreciate if you can expedite refund of my payment as the order has been cancelled without any reason.

purchased phone from mobile shop Sept 1, 2023 Phone stopped sending and receiving. New SIM card installed no luck. Mobile Klinik had to install a new charge port for 145.78$. Don't think I should have to pay this amount as the phone is only 14 months old. I am on a plan that pay 55 $ per month. This is my 4th Samsung phone. Won't buy another if I can't get help in this matter..

Thanks, Jim Shaw

Recently I would say somewhere around October 21, 2023...my phone did an update. I have always used Message Plus for my conversations via text. With this update, I can no longer use "search for media" to attach to a text message. When I click the + sign in the box where you would send a text message, there is now..gallery. places...egifts...and now replies... replies has now replaced the search icon.

What kind of fix can Samsung apply ? So now, you have to back out of the response screen on a text..google what you are looking for...hopefully there is a share button or icon.. then find that person that you want to send the media to.. attach that file or pic or media to that person you were texting and forward that text message. Such a disappointment !